Successfully reduced excess costs! Achieved accurate and careful call handling while maintaining high quality and efficiency.
With the My Number Act, which was enacted in 2013, officially starting operations in January 2016, local governments across the country faced the urgent need to supplement human resources and establish operational frameworks due to the additional workload alongside their usual duties. As a result, it was decided to outsource a call center to handle inquiries from citizens regarding the My Number system and consultations about My Number card applications, with Maxcom being awarded the contract. Our company conducted a simulation of the workload based on similar operational experience and preemptively developed a business plan aligned with fluctuations, successfully preventing shift overlaps and reducing excess costs. Additionally, by building an effective response history management system within the center and sharing FAQ information, we deepened the operators' understanding, which significantly reduced complaints from citizens, achieving accurate and courteous call responses while balancing high quality and efficiency. 【Business Overview】 ■ Provided Service: CRM (Call Center) ■ Scale: Approximately 2,000 cases/month ■ Operating Hours: Weekdays 8:30 AM - 5:15 PM *For more details, please refer to the PDF document or feel free to contact us.
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**Approach and Results** - By simulating the workload based on similar business performance and formulating a business plan in advance to match fluctuations, we successfully prevented shift overlaps and reduced excess costs. - By establishing an effective call history management system within the center and sharing FAQ information, we deepened operators' understanding, resulting in a significant decrease in citizen complaints. - Achieved a balance between accurate and courteous call handling, high quality, and efficiency. *For more details, please refer to the PDF document or feel free to contact us.*
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For more details, please refer to the PDF document or feel free to contact us.
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Our company provides high-quality services to client companies with the operational know-how and capabilities cultivated through our back-office operations. We will maximize the total solutions and knowledge of the Altius Link Group to support our clients' future with assured quality.